Service Desk Agent

Cayuse Holdings

. Deliver high-quality customer service and resolve technology problems and requests .

Posted 9/29/2026full-timeRemote • United StatesJuniorMid-Level💰 $15 - $16 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service and technical support, with a strong focus on problem-solving and effective communication. Proficient in managing IT systems and utilizing ServiceNow for service management and incident resolution.

Highest-signal resume keywords

ServiceNow IT Service Management SystemTechnical TroubleshootingCustomer Service ExperienceProblem-Solving AbilitiesMicrosoft Office Suite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical TroubleshootingServiceNow IT Service Management SystemWindows SupportMacOS SupportMobile Device SupportDesktop ManagementRemote Desktop ToolsIncident ResolutionRoot-Cause AnalysisUser Account Management

Soft Skills

Strong Verbal CommunicationWritten Communication SkillsCustomer Satisfaction FocusTeam CollaborationIndependently Solve Problems

Tools & Technologies

ServiceNowRemote Desktop ToolsVideo Conference UnitsIP TelephonyMicrosoft TeamsSharePoint

Certifications & Qualifications

High School Diploma or GEDAssociate Degree in Computer Science or Information Systems Management

Industry Keywords

Customer SupportIT SupportCall Center ExperienceTechnical Support OrganizationProblem Management Tool

Tech Stack

Tools & technologies

ITSMMacOSServiceNow

About the role

Key responsibilities & impact

Deliver high-quality customer service and resolve technology problems and requests
Operate within established guidelines and independently provide customer services
Perform technical troubleshooting and accurately record problems in the problem management tool
Provide first-line troubleshooting and take ownership of customer interactions
Support mobile telephony, devices, video conference units, and IP telephony
Create end-user accounts and set permissions
Manage and support desktops, laptops, and PDAs
Use remote desktop tools to diagnose and troubleshoot Windows, Microsoft, macOS, and Apple application issues
Administer the ServiceNow IT Service Management System, including service catalog updates, workflows, custom applications, websites, and integrations
Support resolution of incidents, issues, emergencies, and major incident escalations
Collect customer requirements and support continuous improvement
Monitor and report on IT systems and service performance
Communicate technical directions and resolutions appropriately to customers
Provide timely feedback via phone, email, and other communication methods
Follow up to ensure customer satisfaction
Identify potential system problems and escalate them for resolution
Collaborate with team members toward solutions
Assist with training new employees through shadowing and work-process explanations

Requirements

What you’ll need

High school diploma or GED required
Two (2) to five (5) years of experience in computer systems, customer support or IT support
Service Desk or Customer Service experience preferred
Experience with ServiceNow IT Service Management System
Customer service experience and strong focus on customer satisfaction
Call center experience
Experience in a technology support organization
Must be able to pass a background check; additional project/client background checks may be required
Strong verbal and written communication skills
Problem-solving and root-cause analysis abilities
Ability to independently solve problems and work both independently and as part of a team
Ability to handle phone contacts and emails simultaneously
Proficiency navigating common user interface elements and file structures
Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint
Ability to work nights, weekends, holidays, and hours outside normal business hours as needed
Ability to establish a productive and professional workspace
Associate degree or technical training in Computer Science, Information Systems Management, or equivalent related work experience preferred

Benefits

Comp & perks

Medical, Dental and Vision Insurance
Wellness Program
Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
Short-Term and Long-Term Disability options
Basic Life and AD&D Insurance (Company Provided)
Voluntary Life and AD&D options
401(k) Retirement Savings Plan with matching after one year
Paid Time Off
Remote work environment
Training and professional development opportunities
Potential flexible schedule